Devops Support Specialist

Full Time
Mid Level

iTMethods has grown to become a market leader in enabling Enterprise DevOps. Our Managed DevOps SaaS Platform enables global enterprises to securely integrate, migrate, and modernize their complex, multi-cloud, multi-vendor DevOps environments leveraging our partnerships with industry leaders like: Atlassian, CloudBees, GitHub, GitLab, Sonatype and Jenkins. iTMethods helps companies build better software, faster and more securely. We play a critical role in helping organizations capitalize on their growth opportunities by using DevOps to accelerate their pace of innovation.

We're a Canadian company with headquarters in Toronto and have a flexible work policy that will allow us to grow our team remotely. We offer the excitement and agility of a start-up and the security of a profitable, well-established company serving fortune 500 clients.  Every day, everyone at iTM strives to be an active part of the best DevOps platform and delivery teams our clients have ever worked with. We ask for your ideas, expertise, and commitment. In return, we give you access to smart people, an opportunity to further your knowledge, and the chance to build innovation for the real world.

The Opportunity:

Reporting to our Platform Support Team Lead, we're looking for an Operations Support Specialist for the team that delivers post-implementation support for our platform and the tools it integrates with. This person will be the first point of contact and work closely with customers and engineers from various delivery teams to ensure maximum uptime for customers on our platform. This person will deliver world-class customer service when handling support tickets and constantly look for ways to contribute to improving the efficiency of how the support team operates and respond to incidents. They will be responsible for creating repeatable processes and procedures and automating operations where possible to minimize human error and move us towards a self-healing environment with automatic recovery. The nature of the work will require this person to use a variety of tools to tackle a broad range of issues relating to both cloud and DevOps specific issues as projects continuously enter and exit the pipeline.

What you'll do :

  • Troubleshoot and resolve escalated software and infrastructure-related issues and challenges.
  • Assist in configuring and supporting customer environments, code deployments, optimization, and supporting various tools.
  • Manage monitoring and logging solutions, identify issues proactively and mitigate them to improve the customer experience.
  • Assist other support team members in improving the team's ability to support our customers.
  • Contribute to the continuous improvement of our managed services practice.
  • Ensure all engineering materials are continuously improved and delivered with consistency 
  • Explore and evaluate new and emerging software tools and technologies.
  • What's in it for you:

  • Platform functionality challenges. Play a critical role in ensuring we deliver a resilient, monitored, highly secured and complete solution. The solution covers configuration, monitoring, logging and automating.
  • Technical challenges. Take on the subject matter expert role and advise customers on their Atlassian (JIRA/Confluence) and DevOps tools and cloud workloads. You will hone your functional expertise on these tools by providing practical support to our customers using this toolset.
  • Exposure. Engage in and improve the whole lifecycle of services from inception and design through deployment, operation, and refinement. You want to deliver high-quality experiences for customers on our platform. 
  • Growth. Apply and expand your technical expertise, including support for obtaining professional certification in AWS, Atlassian, and Jenkins. 
  • What you'll bring:

  • 1+ years of practical experience and preferably certification in AWS. It will be a bonus if you have worked with Jenkins, Git or Atlassian.
  • Exposure to automation tools and the end-to-end build and deployment processes. You have experience with:
    • Linux or Windows administration within a high availability environment.
    • Continuous integration of best practices and tools, including Jenkins.
    • Manage and support AWS or other cloud environments.
    • Configuration management, performance monitoring and alerting tools.
  • A can-do, results-focused attitude that drives your customer focus.
  • Self-motivated with an understanding of what it means to work as a team. 
  • Curiosity and a passion for experimenting with new technologies
  • Flexibility. You're OK with working rotating daytime shifts and participating in an after-hours on-call.

Join us.

Apply here or learn more on our website, Medium or LinkedIn.

iTMethods is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where every employee has the opportunity to realize their potential. We are committed to providing reasonable accommodations, if required, and will work with you to meet your needs. 


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